The unfortunate thing is….we often times try so hard to look for new clients and tend to forget that the source of our current success (existing client base) is a wealth of opportunity. Retaining clients and serving them well includes charging a resonable fee for services rendered, doing professional work, being timely, and maintaining the appropriate level of communication, which is often the hardest of the four. Communication above and beyond the engagement is not only a challenge because you are so busy, but also difficult because you don’t always know what is appropriate. What do you do? How much is enough? How much is too much? When can you make the time?  Here are some ideas to get you going:

• Lunch–for most of us, no matter how busy we are, we take time to eat. Look at your client list, contacts and other professionals and schedule your “A” level contacts to join you. Use your own judgement, but make it regular, possibly quarterly for your best clients and contacts. Not so frequent for others, but meet with them too in order to learn more about their business and uncover areas where you may assist them. Lunches and breakfast meetings can be the best way to show your clients that they are important to you and that you are interested and have time to continuously learn their business.
• Events–have a great client that loves golf, baseball, theater? Invite a client to join you. You will deepen the relationship and have fun too. Are they celebrating a milestone in their business? Send them something that is aligned with their business or personal interests.
• Tax Planning–waiting until tax time is not enough today. Clients want proactive consultation regarding their business and tax strategy planning throughout the year, giving them confidence that you are doing all you can to maximize their position in regard to tax issues.
• Personal Notes–send articles, thank you cards, etc., with a hand written note, not a form letter with a scanned signature. And be quick about it. Same day, if possible. When the client receives it the next day after seeing you, they will know how important they are to you.

Bottom line is always exceed expectations. We have incredible technology in place that enables us to respond quickly, professionally, in our office or in remote locations. When we engage with our clients on a regular basis the client relationship is strengthened. The results are a more open, honest relationship that often leads to referrals, our best and most reliable source of new business.

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